| Remote Technical Support |
| For PC & Notebooks with Windows Desktop Applications in an Internet Networked Environment |
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| Features: |
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Secure and Permission based access to PC. |
| This is not a remote access package and nobody can access your computer without your approval. There must be at least 2 persons to initiate a remote support session. Your staff must provide a randomly generated 12-digit Access Code to the remote support computer by telephone, secure chat or IM. |
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Private and Confidential communication. |
| We never track the encrypted screens which are shared between the Share and Access computers. The data packets between the client and the Share cannot be intercepted. The encryption is done at the endpoints and is not exposed in plaintext anywhere during a session between the Share and Access computers. |
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Simple to use. |
Typical Virtual Network Computing (VNC) products all have the security problem in that they require an open port on the internet to operate as a host. Our software VNC is configured so that there are no open ports on to the Internet or LAN and that VNC will only accept connections from the computer on which it is hosted. There is no requirement to modify your firewall to forward VNC port requests to your computer. The program does not require open TCP ports therefore it is not vulnerable to SYN flood attacks. |
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Support Dial-up and Broadband. |
| Although dial-up is supported, broadband is preferred. |
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Service Level Agreement |
| Severity |
Hours of Coverage |
Response Time |
Resolution Time |
SLA Performance |
| 1 |
Core Office Hours |
2 Hours |
4 Hours |
90% |
| 2 |
Core Office Hours |
4 Hours |
8 Hours |
90% |
Severity 1 - Critical system failure, user unable to work
Severity 2 - Software failure, intermittent software problem, user able to perform key tasks
Unresolved issues will require on-site support. |
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| Nationwide On-site Support |
Itechcare specializes in providing on-site computer solutions to small / medium size companies and residential customers. The services are performed by skilled engineers or technicians to a high standard at all times. Our flexible, affordable approach allows the customer to choose only those services that they need today and to expand as their needs grow.
Should there be need for on-site support, Remote Technical Support customers will enjoy 20% discount off On-site Service rates |
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| Itechcare Network in Singapore: |
| Singapore |
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(Tel) |
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(Fax) |
| Central/CBD |
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65-6241 9544 |
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65-6389 3988 |
| West/Jurong |
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65-6245 7988 |
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65-6836 0284 |
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| Itechcare Network in Malaysia: |
| Klang Valley |
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(Tel) |
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(Fax) |
| KL/Plaza Low Yat |
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03-8946 9002 |
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03-2146 2379 |
| KL/Kuchai Lama |
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03-8946 9001 |
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03-7980 4157 |
| KL/Wangsa Maju |
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03-8946 9006 |
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03-2284 4515 |
| PJ/Damansara |
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03-8946 9003 |
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03-7727 1686 |
| Selangor/Klang |
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03-8946 9004 |
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03-3324 8415 |
| Selangor/Shah Alam |
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03-8946 9005 |
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03-5192 7735 |
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| Peninsular |
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(Tel) |
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(Fax) |
| Kedah/Alor Star |
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04-777 2669 |
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04-777 2668 |
| Kedah/Sg Petani |
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04-422 9299 |
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04-422 1299 |
| Penang |
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04-643 6073 |
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04-647 2040 |
| Perak/Ipoh |
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05-292 3159 |
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05-292 3159 |
| Melaka/Bkt Rambai |
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06-334 0396 |
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06-334 0396 |
| Johor/Batu Pahat |
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07-434 6822 |
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07-433 7822 |
| Kelantan |
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09-747 9788 |
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09-747 2198 |
| Terengganu |
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09-631 1823 |
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09-631 1824 |
| Pahang |
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09-548 3178 |
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09-548 3175 |
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